Call Center Supervisor

SUMMARY: Supervises and coordinates activities and operations of a call center department and staff.

DUTIES AND RESPONSIBILITIES:

• Organizes, directs, and monitors daily activities of customer service representatives / schedulers / data-entry clerks (staff).
• Distributes workload to call center staff; monitors and reviews performance.
• Monitors service calls to observe staff demeanor, accuracy, and conformity to company policies; provides feedback as needed.
• Monitors and analyzes productivity of call center staff; generates reports based on analysis.
• Maintains and improves call center operations by monitoring employee performance and KPIs; identifies and resolves problems; prepares, documents, and completes action plans; executes process improvement and quality assurance programs.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Produces daily reports for upper management to update on daily, weekly and monthly tasks accomplished and planned.
• In collaboration with upper management, meets call center financial objectives by estimating requirements; prepares an annual budget; schedules expenditures; analyzes variances; initiates corrective actions.
• Develops a continuous improvement strategy. Utilizes metrics to create accountability for each sub-division focused on cost reduction and efficiency improvement.
• Develops knowledge of using Genesys PureConnect platform contact center and communications solutions.
• Develops knowledge on using Salesforce platform to produce reports, set up dashboards, etc.
• Serves as backup for Help Desk in troubleshooting basic phone equipment settings.
• Serves as backup for Call Center Manager; cover Call Center Manager responsibilities during PTO's and absences.
• Responds to calls from after-hours staff to address concerns requiring urgent attention
• Demonstrate exemplary discipline and work ethic for fellow employees and subordinates
• Perform duties of sub-divisions as needed, acting as a flex team member between Scheduling, Data-Entry, Confirmations, On-Demand / Pre-Scheduled Language Services to provide additional support

• After-hours coverage: know who can cover these shifts; if supervisor/manager can't find a replacement, it's their job to cover that shift themselves to assure uninterrupted 24/7/365 services coverage; inform Call Center Manager of any staff changes immediately.
• Accomplishes call center human resource objectives by participating with HR manager in recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administers scheduling systems; communicates job expectations; plans, monitors, appraises, and reviews job contributions; recommends compensation actions; enforces policies and procedures; staff shifts schedule and capacity planning for 24/7/365 call center; monitors staffs' attendance and punctuality.

• Handles escalated incidents with interpreters and/or customers regarding employee performance.
• Participates in meetings as a subject matter expert, as needed.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attends educational workshops; reviews professional publications; establishes personal networks; benchmarks state-of-the-art practices; participates in professional societies.
• Attends meetings with senior management and with other department managers to discuss news, events, policy changes, campaigns, and other such topics to make sure everyone is on the same page.
• Assume responsibility of budgeting and tracking expenses
• Ensures that safety policies are followed; acts as Floor Safety Warden in compliance with building requirements.
• Other special projects and assignments, as required.

SUPERVISORY RESPONSIBILITIES:

• Directly supervises call center department employees within.
• Indirectly supervises accounts support & quality assurance departments employees.

• Carries out supervisory responsibilities for taking lead line, customer service, scheduling, OPI, VRI, and order entry overflow calls during peak situations as needed.
• Carries out supervisory responsibilities in accordance with the ULS's policies and applicable laws.

• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; maintaining and enforcing company/department policies, procedures, and manuals.
  

QUALIFICATIONS:

• Bachelor's degree (B. A.) or equivalent, two to four years related experience, or

equivalent combination of education and experience.

• Basic competence in duties and tasks of supervised employees.
• Strong organizational, problem-solving, and analytical skills
• Ability to manage priorities and workflow
• Excellent customer service and interpersonal skills.
• Demonstrated ability to supervise and motivate subordinates.
• Good judgement with the ability to make timely and sound decisions
• Creative, flexible, and innovative team player
• Commitment to excellence and high standards.
• Excellent written and verbal communication skills.
• Versatility, flexibility, and a willingness to work within constantly changing

priorities with enthusiasm.

• Proficient on Microsoft 365 Office

COMPETENCIES:

• Problem Solving-Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Customer Service-Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills-Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Teamwork-Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Leadership-Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
• Managing People-Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services; Continually works to improve supervisory skills.
• Quality Management-Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Ethics-Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Organizational Support-Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Motivation-Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
• Planning/Organizing-Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Professionalism-Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Continually required to stand
• Continually required to walk
• Continually required to sit
• Continually required to utilize hand and finger dexterity
• Occasionally required to climb, balance, bend, stoop, kneel or crawl
• Continually required to talk or hear
• Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard
• Occasionally required to lift/push/carry items less than 25 pounds